I own a carpet cleaning company in Dakota County, Minnesota. The other day, the head of public works for the city of Hopkins informed me that the last company he hired to clean the carpets stood him up. This was a job large enough to send two vans out. Neither van showed up. He was surprised because he hears their commercials on the radio several times a day and they claim to be the best in the industry. City accounts are very large and lucrative accounts. I don’t understand how any company, no matter how large or how fast they grew, could overlook any account, let alone one as large as a city government.
The problem with standing up a client is not as simple as just losing that account. Everyone he speaks to about carpet cleaning now will hear about his negative experience.
There needs to be checks and balances to make sure that no account gets overlooked. Phone calls should be made at the earliest sign that crews might be late to a job, even if only by a few minutes. Waiting and wondering if a vendor will show up on time, or at all, is not a comforting feeling. This anxiety leaves a bad taste in the mouth of the client, even if the job does end up being completed in the end, and the carpet cleaning turns out well.
At the very least, being late or standing up a client removes any chance for referrals, though usually the account is also lost forever. To large franchises that advertise to get their business, this may appear less important, however, to any growing business referrals and satisfaction is a matter of survival.